As the Director of Customer Experience at ITS, I have a deep understanding of the customer’s journey with our organization and the critical elements required to achieve high customer satisfaction and customer retention. In this role, I’ve developed a method for us to track the customer health by bringing together Experience (NPS, CSAT, etc) and Operational data (Lifetime Revenue, Projected Revenue, etc) to inform stakeholders of the likelihood of customer churn. Additionally, I’ve established a… Show more As the Director of Customer Experience at ITS, I have a deep understanding of the customer’s journey with our organization and the critical elements required to achieve high customer satisfaction and customer retention. In this role, I’ve developed a method for us to track the customer health by bringing together Experience (NPS, CSAT, etc) and Operational data (Lifetime Revenue, Projected Revenue, etc) to inform stakeholders of the likelihood of customer churn. Additionally, I’ve established a Net Promoter Score (NPS) process through HubSpot ServiceHub which not only increases the speed in which the organization responds to and resolves feedback from our customers, but also enables a repository for the organization to use to identify trends and solve at a broader level. Using this information, I performed extensive analysis on the historical customer churn rates, the causes of churn and potential solutions to reduce churn as part of our Delivery Transformation efforts. Show less

Responsible for designing and implementing innovative business solutions and processes to increase collaboration both within our organization and with our customers. This includes the development of our Project and Portfolio Management system and Employee Training and Knowledge Management Platform. To accomplish this, I collaborated with various stakeholders including Enterprise Architects, Project Managers, Service Delivery Managers, the VP of Professional Services and our Enablement… Show more Responsible for designing and implementing innovative business solutions and processes to increase collaboration both within our organization and with our customers. This includes the development of our Project and Portfolio Management system and Employee Training and Knowledge Management Platform. To accomplish this, I collaborated with various stakeholders including Enterprise Architects, Project Managers, Service Delivery Managers, the VP of Professional Services and our Enablement team. Show less

As the Director of Engagement Management, I was responsible for building and leading a high-performing Engagement Management practice at ITS. This included defining the vision, mission and structure of the practice, and hiring and developing talented individuals to deliver exceptional service to our customers. My day-to-day activities included developing processes and policies, monitoring project health and taking action when appropriate, and developing my team’s skills through individual… Show more As the Director of Engagement Management, I was responsible for building and leading a high-performing Engagement Management practice at ITS. This included defining the vision, mission and structure of the practice, and hiring and developing talented individuals to deliver exceptional service to our customers. My day-to-day activities included developing processes and policies, monitoring project health and taking action when appropriate, and developing my team’s skills through individual coaching and team-wide enablement. The team’s focus and collaboration enabled the organization to increase customer satisfaction, service delivery revenue and reduce Allocated vs Actual hours variance and revenue leakage in projects. Show less

As the ITOM Practice Lead, I was responsible for developing a strategy for and leading the IT Operations Management team through a transition from our legacy Symantec and Microsoft Systems Management business to a ServiceNow-based practice. My role was directly responsible for supporting our Sales team and sales process in driving practice revenue, capacity planning for ITOM consulting resources, and developing new expertise through team certifications in the ServiceNow ITOM portfolio -… Show more As the ITOM Practice Lead, I was responsible for developing a strategy for and leading the IT Operations Management team through a transition from our legacy Symantec and Microsoft Systems Management business to a ServiceNow-based practice. My role was directly responsible for supporting our Sales team and sales process in driving practice revenue, capacity planning for ITOM consulting resources, and developing new expertise through team certifications in the ServiceNow ITOM portfolio - including Discovery, Service Mapping, and Event Management. Show less

As a Service Delivery Manager, I supported the Service Asset & Configuration Management (SACM) team throughout all stages of the customer lifecycle - including Marketing & Sales collateral creation, Pre-Sales support for scoping and SOW creation, and Project Escalation. Reporting to the SACM Practice Lead, I focused on developing the leadership and operational skills necessary to build and scale a practice, while contributing to the needs of our fastest growing ServiceNow practice.

As the Associate Practice Lead, I was responsible for developing tools, methods and processes for our Services business. This included focusing on tactical initiatives to build project tracking methods and tools ranging from task management to time tracking, and strategic initiatives to support the adoption of a Professional Services Automation tool, Mavenlink, in collaboration with our Services Operation team. Under the leadership of our VP of Services, I learned and applied the fundamentals… Show more As the Associate Practice Lead, I was responsible for developing tools, methods and processes for our Services business. This included focusing on tactical initiatives to build project tracking methods and tools ranging from task management to time tracking, and strategic initiatives to support the adoption of a Professional Services Automation tool, Mavenlink, in collaboration with our Services Operation team. Under the leadership of our VP of Services, I learned and applied the fundamentals of running a Professional Services practice including but not limited to Resource Cost & Utilization, planning for and maintaining Tech-W2 ratios, and Capacity & Demand Planning. Show less

As a Sales Engineer at ITS, I partnered with our Regional Sales Managers to develop relationships with new and existing clients in the Southeast, Mid-Atlantic and Federal spaces. Focused on the Technical Sales aspect, I supported the sales process through delivery of product presentations and demos, proof of concepts (POC), as well as Implementation estimates and Statements of Work for products in the Symantec Security portfolio. In 2015, was recognized as Sales Engineer of the Year for… Show more As a Sales Engineer at ITS, I partnered with our Regional Sales Managers to develop relationships with new and existing clients in the Southeast, Mid-Atlantic and Federal spaces. Focused on the Technical Sales aspect, I supported the sales process through delivery of product presentations and demos, proof of concepts (POC), as well as Implementation estimates and Statements of Work for products in the Symantec Security portfolio. In 2015, was recognized as Sales Engineer of the Year for contributions to closing nearly $15M in services pipeline. Show less

While developing a deeper expertise in Endpoint and Mobility Manage, became a key contributor to best practices and enablement within the delivery organization. As a primary point of contact for EMM Demos, Proof-of-Concepts, and Statements of Work, a relationship with Sales was developed, and in turn drove additional opportunity for our Mobile & Application Management business.

As an EMM Consultant, I delivered high-quality implementations of Symantec's Altiris 7.x product line - focused on endpoint lifecycle management - Deployment, Inventory, Software and Patch Management. These implementations were spread across various enterprise industries including business, education, healthcare, and government. I also assisted in driving adoption of Mobile Device and Mobile Application Management capabilities to organizations seeking next generation device management and… Show more As an EMM Consultant, I delivered high-quality implementations of Symantec's Altiris 7.x product line - focused on endpoint lifecycle management - Deployment, Inventory, Software and Patch Management. These implementations were spread across various enterprise industries including business, education, healthcare, and government. I also assisted in driving adoption of Mobile Device and Mobile Application Management capabilities to organizations seeking next generation device management and exploring BYOD more broadly. In this role, my focus included Symantec's line of Endpoint and Mobility Management products including the Symantec Management Platform (consisting of Client/Mobile/Server Management Suites), Symantec Endpoint Virtualization and Symantec App Center. Show less

Provided first-line hardware and software support for Biology department technology. Managed and prioritized support ticket pipeline to quickly tackle and resolve incoming Incidents and identify Problems that require further investigation, action or escalation.Primary Responsibilities:- Desktop Support (Windows XP/7, Mac OS X)- Application Installation & Support- LDAP and Email Provisioning & Support

Produced and maintained on-line media for the College of Communication and Information’s recruiting website and social media outlets. Assisted with the coordination of on-campus recruiting events.

Provided 3rd and 4th tier support to University Administration by troubleshooting hardware and software issues that were escalated from the Help Desk. Facilitated the deployment of University computers to over 400 employee by creating departmental images and utilizing jobs in Altiris Deployment Solutions. Assisted Desktop Administrator in troubleshooting Altiris services including driver injections, Aclient/Dagent installation, process performance issues, and Altiris Client Management… Show more Provided 3rd and 4th tier support to University Administration by troubleshooting hardware and software issues that were escalated from the Help Desk. Facilitated the deployment of University computers to over 400 employee by creating departmental images and utilizing jobs in Altiris Deployment Solutions. Assisted Desktop Administrator in troubleshooting Altiris services including driver injections, Aclient/Dagent installation, process performance issues, and Altiris Client Management. Facilitated rollout and management of Symantec Endpoint Protection. Provided support for Microsoft Exchange enabled mobile devices. Provided technology training to users on an individual basis for new hardware and software. Provided customers with regular progress updates regarding their help requests. Consulted and quoted technology purchases for University Administration. Show less

Provided 1st and 2nd tier technology support for hardware and software to Students, Faculty and Staff. Deployed images to University owned computers on both Mac and Windows clients using PXE, NetBoot and Altiris deployment services. Provided technology services to students including backing up data, installing operating systems and software, configuring security programs and features, and network connectivity setup. Diagnosed and troubleshot classroom technology equipment including Computers… Show more Provided 1st and 2nd tier technology support for hardware and software to Students, Faculty and Staff. Deployed images to University owned computers on both Mac and Windows clients using PXE, NetBoot and Altiris deployment services. Provided technology services to students including backing up data, installing operating systems and software, configuring security programs and features, and network connectivity setup. Diagnosed and troubleshot classroom technology equipment including Computers, Smart Boards, projectors, document cameras, VCR/DVD players, and Extron control panels. Show less

Provided technology support to Faculty and Staff on a dual-platform (Mac and PC). Managed user accounts and folders on Windows Server 2003. Setup and maintained classroom computers and other technology related items such as printers, document cameras, projectors, and Audio Enhancement equipment. Rolled out and maintained over 150 Apple notebooks used for Student Laptop Programs. Assisted in building the wireless infrastructure of the school for the Student Laptop Programs.